Key Responsibilities
- Respond to customer queries in a timely and accurate manner, via phone (Inbound-outbound), email or chat
- Identify customer needs and teach customers how to use vehicle and mobile app features
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on different channels and proactively reach out to provide assistance
- Leverage customer data to offer customers our new products & services intentionally and proactively
- Inform customers about new features, functionalities, and updates across enterprise
- Monitor regional customer cases and ensure high closure rate and customer satisfaction
- Gather customer feedback and share with our Product, Customer Experience (CX), Sales and Marketing teams
- Assist in validating market launch procedures and assist in training junior Customer Support Representatives
- Support ad hoc requests that drive business results, customer satisfaction and/or global alignment
- Work across the organization SMEs and business partners to deliver transparent and efficient customer support
Required Qualifications:
- Experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities and patience when handling tough cases
- Prior Experience in working in commercial environment
- Capacity to consolidate multiple sources of disparate information into easy-to-understand views for customers
- Communicates clearly with empathy and willingness in oral and written form
- Active listener and effective problem-solving skills to satisfy customer requests
- Able to handle pressure with patience and dignity
- Taking responsibility and communicate with friendliness is your talent
- Self independent in organizing the support activities and time
- Initiative to follow up in timely manner with the customers
- Fluent in English & German languages (oral & written form)
Preferred Skills:
- Customer Focus – ability to gather customer insights and prioritize product features or processes appropriately
- Cross functional collaboration skills and the ability to handle ambiguity
- Organizational and learning agility
- Business and technical acumen
- Familiarity with the automotive industry is a plus
- Knowledge of direct-to-consumer (D2C) business model
- Knowledge of additional languages such as French, Italian, Swedish or Norwegian
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.